Mark Conroy

As I put in every signature on every thing I have put on Cruise Critic I am happy to respond to any complaint you might have but I am unwilling to do it in a chat room. If you have a complaint please send it directly to my email at mconroy@Silversea.com

Mark

The vast majority of groups we carry are less than 100 guests so we don't have a specific policy concerning the size or the number of groups we accept on a particular sailing and we also don't have a specific program to advised other guests who are booked that there is a group on-board a particular sailing date.

As a rule of thumb we don’t take groups that are more than 50% of the individual ships capacity and most cases they are much smaller than that.

Typically if a group is larger than 150 to 200 guests we encourage them to charter one of our smaller ships which gives the organizer lots of flexibility to personalize the overall experience.

We also consider the make-up of the group and how we anticipate they would interact and affect their fellow guests.

So we might accept a large group from a university or a yacht or country club whose demographic match our regular guest profile and fit in well with their fellow guests while we would be more careful with the size say an incentive group where the guests have a totally different demographic.

We do carry thousands of group passengers annually and once or twice a year the guest feedback from a particular sailing makes us in hind-site re-think the decision we made to take the group. We just had one recently and provided a future cruise credit for our retail guests.

Hope that address your question.

Mark

Jeff,

My apologies for the delay inresponding, with so many things happening here I have not kept up on my CruiseCritic Threads.

When we have an itinerarychange/cancellation due to circumstances under our control like a charter orthe recent Silver Spirit dry-dock that took longer than originally expected, ourinternal staff is notified and given the details including what is being offerto the displaced guests.

A notification of the changesand the details of the offer to re-accommodate the guests are emailed tothe travel agent of record to be shared with the guests so that alternativesailing arrangement can be made.

The typical offer to the guestscomes in the form of a list of alternative dates with a percentage or dollaramount discount offered due to the inconvenience. If the guest is notinterested in the dates offered they may request other dates and we try to workthe details out accordingly. If no date is selected then a full refund is madeand a Future Cruises Credit (FCC) of 10% of the fare they were paying for thecanceled cruises is issued.

If the guest incurspenalties/fees due to the change in departure we ask their travel agent tohelp us mitigate them but if they are unable to do so we will reimburse themfor reasonable documented expenses.

When the decision to cancel orsubstantial change a sailing it is immediately closed for new bookings and whenthat occurs agents/guests making inquiries for new bookings on the date maylearn about cancellation/changes before the info can be disseminated to theguests who are currently booked.

We try to limit such changes to a minimum and out of the roughly300 cruises we offer in any given year typically 2 to 4 are effected and thechanges are usually made more than a year prior to departure. Of course weunderstand that if you are one of the guests that are inconvenienced it is amajor issue.

If there are minor schedule changes or changes beyond our controlguests are again notified as soon as possible and in most cases no compensation is offered.

I hope this address your question. If you have a specific issue with a booking please drop Frank Sansone an email with the details.

Kindest regards,

Mark

The Silver Cloud Expedition has been an overwhelmingsuccess with our valued guests and this has triggered an internal discussion onwhether we should convert the Silver Wind to Expedition. The decisionhas not been taken yet.

Silver Wind does have a dry-dock scheduled from November 25 through December 21st of this year which will be the first phase of her renewal. We will not take the next step (reinforcing the hall, rudders and propellers) until that is completed and we begin planning the ships next dry-dock cycle so through 2019 she will remain in her traditional operating cycle.

Thanks for the questions, We have expanded the pool deck resized the casino and gift shops added an arts café and Starz dining room to the stern with it own galley and expanded La Terrazza.

We have created and expanded Atlantide and right sized Indochine. The ship looks great but like all big projects we have had teething challenges, Also added a stern thruster which will make her more maneuverable.

Hello all,

Was waiting to responduntil our official announcement was live. I'm pleased to announce that SilverSpirit will go into dry-dock next year in March. Major news is that SilverSpirit will lengthened by inserting a prebuilt 49-foot-long midsectionhousing 6 Silver Suites, 26 Veranda Suites and 2 Panorama Suites. Technicalupgrades will also be implemented.

Silver Spirit willfeature the look and feel from Silver Muse, including creativedining concepts, stylish décor enhancements in suites and throughout the publicspaces and outdoor areas.

For more information,please visit here.

Kind regards,

Mark

Hello Jeff,

Refurbishments for Silver Whisper is scheduled to take place in early November 2017.

Silver Whisper will incorporate technical improvements such as Cold Fresh Water Pipes renewal and the increase of outdoor Heaters for La Terrazza/Pool Grill to improve dining comfort.

The refurbishment will also incorporate significant and extensive redesign of public areas and suites. Many of the public areas will take its inspiration from the Silver Muse décor that will include:

· Outdoor Furniture – Balcony furniture

· Carpet Replacement – All Staircases/Hallways

· Observation Lounge – New carpet, new curtains & full furniture replacement

· La Terrazza – New carpet, new curtains/chair re-upholstery and new wall paper

· Panorama Lounge – New carpet replacement of chairs/sofas, new curtains, new wall paper, new ceiling

· Reception/Main Stair Mid Ships – New Wall Paper

· Suites – All standard suites, replacement of desk top with a new wood lamination

· Silver Suites upgrade

I’m positive you will enjoy the enhancements we are making to Silver Whisper, along with the rest of the fleet.

All the best,

Mark

Jeff,

They are doing work in service but the next major dry-dock is not scheduled until early December of 2018. Should have the final list being done in a few days.

Sorry for the delay in responding been a bit busy plus with the lack of clarity last year I am waiting for specifically what we are doing in service before the 2018 Cruise and the extensive dry-dock which will take place in the late 2018 prior to the 2019 cruise.

Will get back as soon as I have the final details.

DCCruiser57,

Appreciate you taking the time to comment and thank you for choosing Silversea for the upcoming World Cruise voyages in 2018 and in 2019.

I am making my way through each question on the forum and am aiming to provide as much information as I can. There are some that I'm waiting on more information for, including this one. Shortly I will have additional details on Silver Whisper to publish here.

Kind regards,

Mark

Hello Host Jazzbeau,

There’s been much conversation regarding what to wear. We have been making an effort to simplify and better explain our shipboard attire.

Let me begin by clarifying: You are not required to wear a tuxedo. On formal evenings, you are welcome to wear a dinner jacket or dark suit.

The attire during dinner will depend upon the restaurant where you will be dining. If you are dining at La Dame for example, the dress code is formal, while if you choose to dine at The Grill, the dress code is casual.

Even on formal nights, guests can choose to dine at our signature Italian restaurant, La Terrazza, and dress informally, or enjoy our outdoor restaurant, The Grill in casual attire.

Please view our clothing suggestions in the “Packing Your Cruise Luggage” section here for detailed information.

Thank you,

Mark

Also, if you visit the "Embarkation, Disembarkation & Visitors" section of our FAQ page here, you will find even more information including the standard procedures. - Mark

Lady Milford,

Thank you for choosing Silversea for your upcoming Expedition.

We do not have a Cruise Director onboard. However, our Hotel Director, Fabien, has told me that he, as well as the the Expedition Team, will be hosting trivia. You can look forward to questions from our experts in the field regarding wildlife and landscape which you will be experiencing on your Expedition.

Enjoy your trip and have a great time!

Mark

nowornever,

Appreciate your message and also for acknowledging the adjustments we have been making. In trying something brand new, we took a risk. However, as with all change, if we don’t try, we wouldn’t be able to learn and grow.

We are committed to continuing to deliver the best voyage for our guests. It is because of feedback we recieved on Cruise Critic, for example, that we are implementing various changes to our dining arrangements.

In regards to Dolce Vita, it will be separated to create a smaller, more intimate space for guests to enjoy.

I hear you in regards to spontaneity, which is why we are increasing the seating capacity and changing Atlantide to an open-seating restaurant, where no reservations required. This will allow more guests to enjoy this restaurant during their voyage. Indochine will also become an open-seating restaurant with no reservations required and we are transforming the menu introducing a broader, international culinary palate.

With these changes, we aim to provide our guests with more flexibility.

Sincerely,

Mark

Hello PaulMCO,

Great question. At the moment, we do not offer voyages through the Northwest Passage. However, stay tuned as we will be announcing Northeast Passage in 2019 and will most likely do a Northwest passage in 2020.

In the meantime, take a look at our Russian Far East voyages as well as our Arctic and Greenland voyages. These destinations offer an immersion in the surrounding region with rarely seen wildlife.

Kind regards,

Mark

Hi Saumur,

My apologies if there was any misunderstanding regarding the WiFi and the charges associated. WiFi restrictions can vary depending on various elements including ship, voyage and suite.

As of today, aboard Silver Muse we offer Unlimited Internet access for guests in Medallion, Silver, Royal, Grand, and Owner's Suites. For guests in Vista, Terrace, and Veranda Suites, we offer one hour complimentary access per guest/per day.

There is more information listed here on our WiFi packages.

Sincerely,

Mark

You make an interesting proposal which I will share with the operations, HR and finance teams.

Hello Joanandjoe,

I understand the frustration regarding disembarkation as well as embarkation. It’s a challenge in the industry overall.

The challenge we face is finding a balance between guests who are embarking as well as guests who are disembarking. There is a small window and turnaround time required with preparing the Suites for new guests. We are also fully aware that guests disembarking do not want to feel hurried and rushed in the process.

We can do a better job at utilizing common areas to make this process more enjoyable for all of our guests. I’ll be informing the appropriate team members about this in order to determine what we can enhance from our end.

In addition, we do our best to work with governments to make the disembarkation process as comfortable as possible for our guests. Ultimately, this process is dictated by local Customs procedures and we must abide by those rules. For example in all U.S. ports, all guests are required to disembark at the same time.

Appreciate your comment and look forward to working on this to make our future guests experience more enjoyable during embarkation and disembarkation.

Sincerely,

Mark

Hello WesW, Stumblefoot and UKCruiseJeff,

Thank you for your questions and comments. We are proud to provide options for our guests to decide when to go on their land trips for many of our voyages. As a rule, we carefully evaluate all itineraries to see what possibilities exist for Pre-, Post- and Mid- Voyage Land programs in order to offer the best options possible.

We strive to constantly provide premier land programs and include everything from transportation, meals and stays for multiple voyages. Our goal is to ensure our guests receive the highest value for their vacation.

There is exciting news coming soon in regards to enhancements of our land programs, stay tuned for more on this.

Kindest regards,

Mark

Thank you for your question TLCOhio,

Currently we sail to 965+ destinations around the world, greater than most cruise lines. Even our largest ships are still considered small by industry standards, and as such are perfectly capable of reaching most of these unique destinations.

Our team is always looking for other unique destinations that could be a potential fit for our clientele. For example, we are the first and only luxury line to visit Bangladesh. In addition, in our Russian Far East voyages we explore very remote locations and incredibly unique wildlife.

Once we determine that a location is safe, aligns with our guests and have adequate resources, we work to include them into future itineraries.

Sincerely,

Mark

Hello UKCruiseJeff,

Great message. The backbone of the company is its employees. Properly compensating our team is a win-win, they benefit personally and are more motivated, which ultimately leads to success for Silversea.

We compensate our staff well, above the industry standard in fact. In doing so, it is our objective to ensure our guests receive above-par service across the board, not correlated to the value of the tip provided.

In addition, we have a Crew Welfare Fund which guests are invited to contribute. This fund allows our staff the opportunity to experience a variety of activities and actions. For example, the fund could contribute to a special dinner for all, shore excursions, sports equipment and support of language courses.

With that being said, we don't discourage guests from extending gratuity and/or praise as a sign of gratitude to our team or a particular team member who has gone above and beyond.

All the best,

Mark

Stumblefoot,

Thank you for your question. Silversea is a cruise company first and foremost and will continue to look for ways in which to provide the best cruising experience for our guests. There are exciting enhancements which will be announced soon, but our focus is and continues to be on our cruises.

Kind regards,

Mark

carefreecruise,

I appreciate the detail you have put into these recommendations. We’re always looking for ways to improve and enhance what we offer to our guests. Stay tuned very soon for more regarding dry-dock’s. We will be providing more detail soon on those currently underway and more on future dry-dock’s to come.

Sincerely,

Mark

Hello MLinFL, Stumblefoot and Shiningstar4,

As with any new vessel, there are glitches that are commonly found and quickly addressed. Our tech team has been looking into this matter and is working tirelessly to correct and improve this.

Some of the steps we are taking is moving the speakers from televisions to inside the suite rather than being mounted in the wall.

Also, insulating and sound-proofing when it is brought to our attention.

It’s always important that if you experience this, please let the reception desk know so we are aware and can make changes quickly.

Regards,

Mark

Hello Beaujolais,

Thank you very much for having chosen Silversea. You make a great suggestion. The policy was initially established to protect our onboard rebooking program. We are always looking for ways to improve our service to our guests and will be reviewing this for future bookings.

Regards,

Mark